Comprehensive CRM with simple usability
Updated August 19, 2015

Comprehensive CRM with simple usability

Mary Hunnicutt | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Release 27

Modules Used

  • Accounts, Leads, Opportunities, Analytics, Custom Objects 1-3

Overall Satisfaction with Oracle CRM

Oracle CRM is being used by our Sales team and a small group of Executives to manage our customers. We also use it to create metrics reports for the sales team to hold them accountable and track sales commission. We have also integrated customer sales data from our JDE system to allow for a one stop data warehouse for our customer information. This allows the sales team to have all the information they need at their fingertips, and it also allows them to enter and track their sales pipeline though the opportunity process. Our marketing team uses CRM to log interactions they have had with the customer, which allows the sales manager to know of any issues related to the account.
  • I feel like CRM is pretty intuitive for the user as it is a point and click product. It also gives the user some flexibility in customizing the layouts of their pages so that the information is in the order they need it.
  • From an Admin perspective, it is pretty easy to customize as far as the field types, field names, color scheme, page layouts, etc. I did not have an IT background when I started with Oracle CRM, and I was able to learn pretty quickly.
  • If you are proficient in Java and HTML, you can pretty much customize the CRM product as much as you want with applets, buttons, integration with other internal websites, such as SharePoint.
  • The reporting area is pretty robust since it allows you to combine subject areas into one report, and offers many different layout options such as pivot tables, charts, graphs, narrative views (for documents), and dynamic dashboards.
  • Reports that are complex with custom tables, large amounts of information, and multiple filters can take a long time to run for the users.
  • Would like to see easier ways to customize without using Java and HTML.
  • We have had increased efficiency from the sales team having all of their customer info in one place instead of having to maintain spreadsheets and word documents.
  • Increased business by using the opportunity pipeline and tracking the sales teams commission based on the opportunities that are Won.
  • It has also led to better customer service because the sales team and Directors can see the activity history on the customer and are able to more easily follow up on issues that need to be resolved.
Overall, It is easy for the user, but there is a learning curve for the Administrator if you want to have a lot of customization.
Generally, if you log an SR, it will get resolved rather quickly. If they need to contact you for more information, the resolution process gets drug out because you have to usually go back and forth with several messages. Some customization involving web-links, java script, and HTML, Oracle does not officially support, so they will not assist you if your links stop working.
I think it is well suited to a medium to larger size company to help manage customers, especially when sales managers are changing territories. This allows them to have all the background information on their new customers in one place. I think it may be overkill and too cumbersome for a smaller company (10 or less users). Following are some important questions to ask: Do you have a way to integrate data from outside systems, is there a record number or file storage allotment, how do you manage/delete old/outdated information, do you have an automated process for assigning accounts/leads, and how easy or hard is it to customize?

Oracle Sales Feature Ratings

Customer data management / contact management
Workflow management
Territory management
Opportunity management
Integration with email client (e.g., Outlook or Gmail)
Contract management
Not Rated
Quote & order management
Not Rated
Interaction tracking
Not Rated
Channel / partner relationship management
Not Rated
Case management
Not Rated
Call center management
Not Rated
Help desk management
Not Rated
Lead management
Email marketing
Not Rated
Task management
Not Rated
Billing and invoicing management
Not Rated
Not Rated
Pipeline visualization
Customizable reports
Custom fields
Custom objects
Scripting environment
API for custom integration
Single sign-on capability
Not Rated
Social data
Not Rated
Social engagement
Not Rated
Marketing automation
Not Rated
Compensation management
Not Rated
Mobile access

Using Oracle CRM

50 - Sales Team, Sales Directors, Executives, Marketing
1 - Basic knowledge of internet explorer, being able to ask questions to troubleshoot, being able to research to find the answer, HTML and Java is recommended, basic knowledge on creating case statements and queries
  • Hold the sales team accountable
  • Track our customer sales pipeline
  • Reduce administrative costs
  • was able to integrate Google maps into CRM to be able to plot customer sales visits
  • Forecasting using the Opportunity module
  • Social CRM

Oracle CRM Implementation

If you have never used a CRM program is is hard to know exactly what you need. We had lots of changes during implementation and even more afterward once the users started working in it everyday. Also the partner we used didn't inform us about Allotments and not being able to Batch delete custom objects (you can now in recent releases). There were so many unknowns, that if I had it to do over, I would educate myself more and ask more questions of the partner that we used for implementation.
  • Professional services company
CD Group
Change management was a major issue with the implementation - It was a struggle getting the sales team on board with the new software and changes to their processes. We used Audit reports to hold the users responsible for using CRM and over time they embraced the changes.

Oracle CRM Support

Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Support understands my problem
Quick Initial Response
We have the standard support that comes with the CRM contract. This is usually sufficient, but if I fell like my issue is not getting resolved, I can contact my Oracle Customer Satisfaction Rep.
Yes - I have found a couple of bugs and reported them. They were both resolved, but it took a few months of waiting for future releases/patches.

Using Oracle CRM

Like to use
Relatively simple
Easy to use
Well integrated
Quick to learn
Feel confident using
Requires technical support
Lots to learn
  • entering information into CRM
  • Using the Outlook integration to add emails into CRM
  • changing page layouts and field names
  • Creating complex reports
  • Creating web applets and custom bottons
  • Integrating outside data from other systems

Oracle CRM Reliability

Some of the more complex customer reports we have created are slow to run at times.